Remote Operations Leader — Elevate Customer Care & Teams

One Call; Little Rock (AR); On-site; USD 80,000 - 115,000; Full time

Benefits offered by this job

Remote work

18 days PTO per year

Medical/dental/vision Insurance

401(k) matching

Life insurance

Short/long-term disability

Counseling and financial services (Col

Job summary

One Call, a remote-first company, seeks a Director of Operations to manage multiple teams delivering customer service with a focus on quality and efficiency. The role emphasizes coaching, performance management, and cross-functional coordination.

Expect to lead large teams, apply workforce management practices, and drive process improvements while aligning with company values and mission to support injured workers.

Qualifications

• High school diploma or GED required; associate/bachelor preferred.
• Experience leading large teams in a service/operations environment.
• Strong customer service and communication skills.

Responsibilities

• Oversee one or more teams of associates handling inquiries via phone or email.
• Monitor operations to meet service levels and policies.
• Ensure adequate phone coverage and scheduling decisions.
• Escalate difficult issues and coach staff on performance.
• Provide feedback on call quality and identify improvement opportunities.
• Coordinate with clients, vendors, and internal departments to ensure quality service.

Skills

Customer service

Communication skills

Attention to detail

People management

Workforce management

Problem solving

Root cause analysis

MS Office

Team leadership

Education

High school diploma/GED

Associate or Bachelor's degree preferred

Tools

Scheduling software

Quality monitoring software

MS Office suite

Job description

One Call, a remote-first company, seeks a Director of Operations to manage multiple teams delivering customer service with a focus on quality and efficiency. The role emphasizes coaching, performance management, and cross-functional coordination.

Expect to lead large teams, apply workforce management practices, and drive process improvements while aligning with company values and mission to support injured workers.